Skylines Dynamics

Howrah, West Bengal

Ensure team performance meets defined quality, productivity, and compliance metrics.Provide constructive feedback, coaching, and mentoring based on call audit findings.Prepare and share daily, weekly, and monthly quality & performance reports with management.Identify training needs and coordinate with the training team for skill enhancement.Handle escalations and ensure timely resolution of customer and process-related issues.Monitor attendance, adherence, and shrinkage of team members.Implement process improvements to enhance customer satisfaction and reduce error rates.Ensure compliance with internal policies, SOPs, and regulatory guidelines.

Monitor and evaluate inbound and outbound voice calls to ensure quality and process compliance.Conduct regular call audits based on defined quality scorecards and SOPs.Provide detailed feedback and coaching to agents to improve call handling and customer experience.Identify quality gaps, root causes, and recommend corrective actions.Prepare and maintain daily, weekly, and monthly QA reports.Track agent performance trends and share insights with Team Leaders and Management.Participate in calibration sessions with operations and training teams.

Handle inbound & outbound customer calls, emails, and chatsResolve customer queries, complaints, and service requests efficientlyMaintain accurate customer records and follow up on pending issuesProvide product/service information to customersEnsure customer satisfaction by delivering high-quality supportEscalate complex issues to the concerned department when required

Recruiting and Managing team of financial advisors/agents. Managing the complete life cycle of financial advisors/agents e.g., Meeting and interacting with them on regular basis Training the financial advisors/agents on our app for servicing their customers in most efficient and effective manner Driving partners for higher productivity and focus on renewals and ensuring that focus is not diluted. Achievement of Monthly/Quarterly/Yearly targets as assigned by the manager/organization from time to time. Understanding and aligning with companys policies and ensure full compliance. Maintaining the highest level of business hygiene. Identifying new approaches to enhance reach and generate more sales in the assigned region. Working on distribution of Motor, Life & health Insurance and loans, credit card, NPS, etc and products as and when introduced by the organization.

Maintaining regular contacts with HNIs (wherever applicable) to strengthen business relationships. Managing and delivering revenue targets set by the company on monthly and quarterly basis. Working on distribution of Motor, Life & Health Insurance & loans, credit card, NPS, etc and products as in when introduced by the organisation. Supervising and monitoring the assigned team of Relationship Managers in terms of tasks, evaluating their performance and taking necessary measures in terms of growth and development. Guiding and motivating Relationship Managers and providing all relevant support as required. Ensuring learning and enhancing product knowledge for self and assigned team members.

Handle inbound/outbound calls to customers for health insurance productsExplain policy features, benefits, premiums, and coverage clearlyIdentify customer needs and recommend suitable health insurance plansAchieve daily and monthly sales targetsMaintain accurate customer records and follow-upsEnsure compliance with IRDAI guidelines and company policiesResolve customer queries and provide post-sales support

Recruiting and Managing team of financial advisors/agents. Managing the complete life cycle of financial advisors/agents e.g., Meeting and interacting with them on regular basis Training the financial advisors/agents on our app for servicing their customers in most efficient and effective manner Driving partners for higher productivity and focus on renewals and ensuring that focus is not diluted. Achievement of Monthly/Quarterly/Yearly targets as assigned by the manager/organization from time to time. Understanding and aligning with companys policies and ensure full compliance. Maintaining the highest level of business hygiene. Identifying new approaches to enhance reach and generate more sales in the assigned region. Working on distribution of Motor, Life & health Insurance and loans, credit card, NPS, etc and products as and when introduced by the organization.

Good Communication SkillsInsurance Knowledge should be able to grab it Freshers are welcome;